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Article : Four Keys to Creating a World Class Contact Center

#contactcenterworld, @HighPointGlobal

Author John Loughlin, Director of Business Insights, HighPoint Global describes best practices for contact centers: including setting staffing plans and employee goals, establishing an omnichannel approach and using dashboards and analytics.

Here’s a scenario we’re probably all familiar with: you place a call into a customer service line, and the automated system puts you on hold. You wait. And wait. And wait. Meanwhile, the news that’s being played in the background has changed four or five times until it’s not even news anymore. And yet…you continue to wait.

We’ve all been there, haven’t we? And those of us who work in contact center management probably think the same thing. This place must be understaffed. It’s not equipped to handle call volumes. They don’t have the right tools in place. Maybe the employees just aren’t motivated enough.

We certainly don’t think that the place we’re calling is managed well or running at maximum productivity. Instead, we’re more likely to focus on the mistakes that must have been made. Perhaps the call center manager didn’t spend enough time calculating the right number of people to staff the center. Maybe they set task-oriented goals that do not resonate with the staff, or have yet to adopt an omnichannel approach that gives those employees a complete view of each customer’s journey – or don’t have the right data to even provide that view.

These are the telltale signs of a contact center that needs to be turned around, pronto. Fortunately, it's never too late to make changes for the better. Managers who have made mistakes in the past may consider some of the following ideas to get back on track and create a well-optimized, highly productive, and customer-focused contact center.

Create an accurate staffing plan and employ a workforce management (WFM) tool
Being prepared to handle service volume is a task that needs daily attention in real time and hiring staff for the center is only one part of a much larger task. A WFM tool assists managers in the greater tasks associated with staffing, including HR management, agent performance and training, and data management. Without a WFM tool, managers have to complete these tasks manually, which is neither an efficient nor an effective use of their time.

Set appropriate goals for employees
The best employee goals are clear and attainable and are focused on employee engagement — not on meeting metrics set by managers. When employees are motivated by the right goals and are given appropriate feedback, they are inclined to attain their goals and their performance will improve.

Employee engagement and job satisfaction are critical to building an organization that continually improves and values every employee. Goals — the right types of goals — are critical to production management and, when done correctly, can cultivate the desire to succeed and succeed often.

Embrace an omnichannel approach to providing customer service
Instead of interacting with customers via single touchpoints in isolation, an omnichannel philosophy sees customer interactions as parts of a holistic journey. Contact center employees interact with customers on multiple platforms and have the ability to proactively use the information they gather to engineer great outcomes for customers.

Customers experience an omnichannel environment when they feel that the company they contact is composed of team members that are all on the same page with the same goal. The team provides service as if they know what customers are thinking, often offering guidance before questions are even asked.

Use dashboards and data analytic tools to gain insight into operations
For true transparency and accessibility in day-to-day operations, integrated systems, or dashboards, give employees and managers the ability to track customer journeys across time and channels. Dashboards also help contact centers gain valuable insight into the points along the journey, so that they can deliver more personalized results and offer solutions before customers even know they need them.

Similarly, data analytic tools to help managers keep track of the bigger production picture, such as real production vs. forecasted production, service level agreement delivery, and so forth. These same tools also give managers and employees the ability to drill into the data for insight, such as whether specific teams have met production goals or if employees have met their individual goals for the day. Reports and analytic tools allow for easy access, in real time, making production management transparent and actionable.

Don’t let your contact center be the one that keeps customers waiting. Use an omnichannel philosophy, help employees set appropriate and achievable goals, and employ WFM tools and dashboards to create a well-oiled machine that puts a value on staff and places great customer service front and (contact) center.

#contactcenterworld, @HighPointGlobal

About John Loughlin:
John Loughlin is an accomplished Business Insights thought leader at HighPoint Global. John brings 25 years of proven experience in financial services operations, audit, risk management, quality assurance and customer experience. As the Director of Business Insights, John oversees the Quality Analysis team to design, measure, analyze and improve training initiatives that drive change to the quality and content of training programs.

About HighPoint Global:
Company LogoAs the citizen experience companyTM, HighPoint Global helps government agencies elevate the citizen experienceTM. With training, content development, contact center optimization, IT and quality assurance services, we help the government more effectively communicate with citizens. HighPoint is a privately held company founded in 2006 and headquartered in Indianapolis with offices in Baltimore, Maryland and Reston, Virginia. HighPoint has been recognized by Inc. Magazine Top 500 Fastest Growing Private Companies in America, Forbes Most Promising Companies, and The Washington Technology Magazine.
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More Editorial From HighPoint Global

Published: Monday, April 24, 2017

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2021 Buyers Guide Telecoms

Cloud IT Services GmbH

Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:


Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.
PH: +1 (346) 444-3555

DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.
PH: 8448442989

Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.
PH: (980) 288-4800


VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
PH: +34 952 667 511


Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)
PH: 7608463385

Nuxiba Technologies

Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!


Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
PH: 213-943-2023

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